2017 Online Banking Scorecard: Prioritize Features That Deliver Financial Control and Build Trust

• Which banks are market leaders?
• How many banks offer innovative features that will rejuvenate and transform the workhorse online banking channel in a mobile-first era?
• What are the key trends over the past year?
• What are Javelin’s underlying principles that should shape an FI’s decision to adopt or prioritize new features?

Javelin evaluated online banking features at the nation’s 28 largest retail FIs by total deposits, excluding banks focused on investment banking. To provide a customer’s perspective, accountholders with seasoned checking and credit card accounts evaluated about 225 features in specific locations of the authenticated website and captured screenshots for Javelin’s evaluation. Data was collected from June to August 2017. All findings were reviewed and individually weighted by Javelin analysts. The weighting applied to the six categories was determined by an analysis of the factors that enhance consumer satisfaction at at primary FIs.

Consumer data in this report is based primarily on information collected in a panel of 10,768 consumers in an online survey conducted from June to July 2017. The margin of sampling error is ± 0.94% at the 95% confidence level.